What are the responsibilities and job description for the Reservations Specialist position at Image Tours?
Please submit a resume and cover letter to britny@imagetours.com
Company Description Image Tours is a long-established tour operator, founded in 1939 in Amsterdam, The Netherlands, with U.S. operations since 1960. The company designs, markets, and operates escorted tours of Europe, focusing on helping travelers experience its rich beauty, culture, and history. With decades of experience, Image Tours has built strong relationships with travel partners and tour providers across Europe. Team members contribute to creating memorable, worry-free travel experiences for clients from planning through return. The organization values reliability, customer care, and a passion for travel.
Role Description The Reservations Specialist is a full-time, on-site role based in Grand Rapids, MI. This position is responsible for handling incoming reservation inquiries by phone and email, providing accurate tour information, and assisting travel professionals with booking escorted European tours. Day-to-day tasks include confirming availability, accurately entering and updating reservation details in the system, processing payments, and managing changes or cancellations in a timely manner. The role also involves delivering professional customer service, resolving issues, and guiding clients through tour options, policies, and procedures. The Reservations Specialist may support sales initiatives, assist in training new team members, and collaborate with colleagues to ensure smooth tour operations and a positive client experience.
Qualifications
- Strong reservations and booking skills, with attention to detail and accuracy in data entry and record-keeping.
- Excellent verbal and written communication skills, with the ability to explain travel details clearly and professionally.
- Proven customer service skills, including empathy, patience, and effective problem resolution in a fast-paced environment.
- Basic sales skills, with the ability to recommend suitable tour options and support conversion of inquiries into confirmed bookings.
- Ability to support and participate in training activities, including sharing best practices with colleagues and new team members.
- Proficiency with office software and reservation or CRM systems; ability to learn new tools and processes quickly.
- Strong organizational and time-management skills, with the ability to handle multiple inquiries and deadlines simultaneously.
- Associate's Degree or equivalent required; additional education or experience in travel, hospitality, or tourism is a plus.
- Interest in European travel and cultural destinations is highly beneficial.